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Developing hospitality services (5 cr)

Code: MR00AF28-3001

General information


Enrollment

15.08.2019 - 30.08.2019

Timing

01.08.2019 - 31.12.2019

Number of ECTS credits allocated

5 op

Virtual portion

2 op

RDI portion

2 op

Mode of delivery

60 % Contact teaching, 40 % Distance learning

Campus

Mikkeli Campus

Teaching languages

  • English

Seats

0 - 25

Degree programmes

  • Degree Programme in Tourism and Service Business

Teachers

  • Natalia Kushcheva

Groups

  • MRMI19SD
  • MRMI17KP

Objective

You are able to develop hospitality services economically and profitably. You are able to develop know-how, quality and welfare of your team. You can operate according to strategies and goals.

Content

What are the key principles and methods of developing hospitality services ? Where can you find the necessary knowledge for developing? How do you work as a developer and manager of a team?

Location and time

Power point presentations and class discussions, case studies, group projects, project presentations.
This course could be studied totally in online form. Tasks for online studies are given in Moodle course page.

Teaching methods

Scheduled track:
Developing hospitality services course will allow students to explore one of the most explosive and dynamic career paths available today and will open the door for entry-level industry positions. Developing skills in setting formal service standards and procedures to deliver nice customer experience and evaluate service quality for hospitality business.
Topics include service experience design, psychological/social characteristics of customer satisfaction, service delivery processes, consumer/server encounters, service quality, and service recovery.
Professionalism, maturity, employability skills (i.e. positive attitude, appearance, grooming, work ethic) and interpersonal skills (i.e. pleasant facial expressions, eye contact, friendliness) will be discussed in this course and will be expected or the student.

Blended track:
Power point presentations and class discussions, case studies, group projects, project presentations.
This course could be studied totally in online form. Tasks for online studies are given in Moodle course page.

Evaluation scale

1-5

Assessment criteria, good (3)

Students can: c) identify needs and strategies d )develop productivity, welfare and know-how in your team  e )use the key models and methods of the professional field. f) work as a goal-oriented manager and developer.

Assessment methods and criteria

Upon successful completion of this course, students will be able to:
- Define service quality and customer satisfaction in the hospitality field.
- Use quantitative and qualitative tools for assessing service quality in the hospitality field.
- Explain hospitality leaders’ roles in defining, developing, and maintaining their service
- Communicate and present the findings of a service improvement plan.
- Apply the knowledge and tools learned in this course to an actual hospitality business.

Assessment criteria, satisfactory (1-2)

Student's graduation-level know-how and skills
a. use professional vocabulary and concepts in different situations
b. limit and justify the use of information sources
c. carry out unfamiliar interrelated tasksfluently
d. work together with customers, users and target groups according to the re-quirements of the situation.
e. apply models, methods, software and techniquesof the professional field and justify their use
f. work in teams in a goal-oriented way
g. apply ethical principles of the professional field in different situations

Assessment criteria, good (3-4)

Student's graduation-level know-how and skills
a. use professional vocabulary and concepts in an expert way in different situations
b. evaluate information sourcescritically
c. work as team members in working life expert duties and identifyand describe the problems of the professional field
d. evaluate operations in customer, user and target group situations
e. choose appropriate models, methods, software and techniques according to the purpose and justify these choices
f. promote teams’ goal-oriented operation
g. apply critically theethical principles of the professional field in different situations

Assessment criteria, excellent (5)

Student's graduation-level know-how and skills
a. professional vocabulary and concepts extensivelyand proficiently in different situations.
b. justify their information sources in a versatile and critical way
c. work innovatively and independently in working life expertduties and creatively identify and solve the problems of the professional field
d. promote and develop operations in customer, user and target group situations
e. evaluate and develop models, methods, software and techniques
f. manage and develop teamoperations
g. promote the application of ethical principles in unfamiliar situations